Shipping policy
Last updated: October 26, 2026
Where do you ship and how long does it take?
We ship to the United States, Canada, the United Kingdom, Australia, New Zealand, Ireland, Mexico, Chile, Colombia, Peru, Spain and Germany. Orders ship from our international fulfillment warehouses.
- Processing: 1 to 3 business days from payment confirmation.
- Transit: 4 to 8 business days to every destination listed above.
- Total estimated time from purchase to delivery: 5 to 11 business days.
Business days are Monday to Friday, excluding public holidays in Brazil. Transit time starts when your order leaves the warehouse. Transit times are estimates and may be longer due to customs inspections, peak seasons or extreme weather. If that happens, we will let you know.
How much does shipping cost?
Shipping is free to all our destinations. You will always see the final cost before you pay.
Will I have to pay taxes or customs fees?
No. The price you see at checkout includes all taxes, duties and customs fees. You will never pay anything on delivery. If a carrier or customs asks you for a payment, email us at novacommerce.soporte@gmail.com before paying: we will sort it out or refund you.
How do I track my order?
When your order leaves the warehouse, we email you a tracking number. It can take 3 to 5 business days for tracking to show the first update. This is normal for international shipments and does not mean your package is stuck.
What if my order is delayed?
If we can't ship your order within the stated time, we will email you before that time runs out with a new date. You choose whether to wait or to cancel your order for a full refund. If you cancel, we refund you within 7 business days.
If your order hasn't arrived 10 business days after the latest estimated delivery date, email us: we will track it down and, if it's lost, send you a new one or refund you, whichever you prefer.
Customers in the European Union and the United Kingdom: if you don't receive your order within the agreed time, you can give us a reasonable additional period. If it still doesn't arrive, you can end the contract and we will refund everything you paid without delay.
Customers in Mexico: if we fail to deliver, in addition to the refund you are entitled to compensation of at least 20% of the price paid, as set out in the Federal Consumer Protection Law.
What if my package is lost or arrives damaged?
We are responsible for your order until you receive it. If it is lost or arrives damaged, we send you a new one or refund you, whichever you prefer, at no cost to you.
Can I cancel or change my order?
Yes, if you email us at novacommerce.soporte@gmail.com with your order number within 12 hours of purchase. After that, your order is usually already being prepared and we can't change the address.
This does not limit your right to return the order once you receive it. See the time limits in our Refund Policy.
What if my address is wrong?
Please check your address before paying. If a package returns to the warehouse because the address was incomplete or incorrect, we will contact you to reship it.
Any other questions?
Email us at novacommerce.soporte@gmail.com. We are available Monday to Friday, 9:00 a.m. to 6:00 p.m. (Brazil time), and reply within 24 to 48 business hours.